Editor: Tell us about your journey. How did it all start?

Firstly, I would like to express my gratitude to Eclat hospitality team for giving me this opportunity to share my journey and experiences in the hospitality industry.

It all started in 2011 when I decided to step into the hospitality industry and I choose Chitkara University for my bachelor’s degree in Hotel Management & Hospitality Administration. During my 3-year bachelor degree, I have gone through the industrial exposure at Taj Hotels & Resorts in Jodhpur and that gave me a complete insight into the real hospitality operations.

At the starting of my career I drifted away from the industry, I joined an MNC in Sales & Marketing Department as Management trainee and climbed up to the Corporate Trainer Level within a few months. However, my long-term goals have driven me back to the Hospitality industry.

My journey in the hospitality Industry started in 2016 as a Corporate Training & Development Executive for Sayaji Hotels. From there I moved to the Brands like Carlson Rezidor & Intercontinental Hotels Group.

Then got a wonderful opportunity to work with the opening team of Hyatt Regency Lucknow, where I got an opportunity to work with amazing leaders like “Kumar Shobhan” and “Rahul Singh”. It was a great experience to be with the HR team there and lead training which gave me multiple opportunities to understand HR functions.

Since September 2019, I am working with Marriott International. I got this opportunity as Pre-opening Quality & Training Manager. I sincerely would like to thank Ms Ekta Gupta for believing in me and offering me this role. It was a grand conversion from a local brand to SHERATON GRAND PALACE and here we are today.

Editor: What do you think it takes to succeed in this industry?

I firmly believe that Passion and Human Connection are the keys to succeed in this industry. Be passionate about what you do. Pursue Excellence because our dedication to the work shows in everything we do. Build a genuine connection with people, always put them first, and truly care for your people so they can be at their best. Create a world of understanding & humility.

Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?

Many things along with mindset have changed. Previously it was all about degrees and hotel experience from big brands, however, now the approach is more towards the Enthusiasm, Passion & creativity.

I look for candidates who are enthusiastic and passionate about what they do. People who love the work they tend to learn things faster and grow faster than the people who work for a paycheck.

Editor: What is the single factor that got you your promotion?

Passion…. I am very much passionate about my work and creating a connection.

I followed my passion and now it is leading me to my purpose.

Editor: What are some of the trends you see impacting the hospitality industry?

At present in this pandemic situation, health and safety is the prime factor impacting the hospitality industry.

Also In the year 2020, it’s very likely that almost all industries impacted by new waves of digital innovation in some way, shape or form. We can already see some new ideas emerging and colliding with trends in tourism and hospitality industry as we move towards interactive future.

New hospitality world is more of contactless. Hotels are adopting and leveraging technology to streamline their operations, unify departments, and maximize their staff’s productivity - all without sacrificing exceptional service standards.

Millennials, those ages 18-34 are expected to represent 50% of all travellers by 2025. Industry need to define their strategies based on this demographic group’s personality traits and habits—they travel a lot; are early adopters of technology; like personalized interactions and are spontaneous.

Increased emphasis on health and well-being people today are taking charge of their health; hotels are responding with well-equipped fitness centres, pools and spas. Increasingly, travellers are expecting innovative wellness options.

Editor: Tech is now an enabler for great hospitality. Can you share with us some of the techs that go into creating your guest experience?

Technology has enabled a great comfort for all the travellers. Mobile Check-ins, check-outs, and a complete data storage of preferences. In our dining destinations, we have successfully implemented the Contactless Menu & Touchless Transaction option for the guest.

Editor: Two things you would like to change in the industry.

• Hiring Process: In many organization, HR reject a candidate on a simple question e.g. Why did you leave your last job?

And this is the question where we lose potential candidates. There is XYZ number of reason for leaving a job. It can be Work Culture of the organization, too much pressure at work, No Personal Life, Arrogant Bosses, Long Shifts, and No Learning Environment.
Rather than asking candidates this question, we can ask them "what else we can do to retain you with us"?

All HR should be liberal on this and should ask the right question to find the right talent.

• Online Joining Process for all associate, Enhanced Learning Platforms for associates.